SVC201 – Service Cloud Essentials for Managers


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Upcoming Dates

Jul 25 - Jul 26, 2022
09:00 - 17:00

Aug 22 - Aug 23, 2022
09:00 - 17:00

Sep 19 - Sep 20, 2022
09:00 - 17:00

Oct 17 - Oct 18, 2022
09:00 - 17:00

Nov 14 - Nov 15, 2022
09:00 - 17:00

Dec 12 - Dec 13, 2022
09:00 - 17:00

SVC201 – Service Cloud Essentials for Managers
2 days  (Instructor Led Online)  |  Users Essentials

Course Details

The SVC201 – Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting.

The Salesforce Service Cloud helps managers establish and maintain solutions for call center CRM and customer self-service.


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What you will learn:

  • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance


Service Cloud Overview

  • Your Service Organization
  • Service Cloud Overview
  • Service Cloud Use Cases


Managing the Case Lifecycle from Creation to Closure

  • Support Channels
  • New Cases
  • Existing Cases



  • Resolve a Case Using Knowledge
  • Create a Knowledge Article


Automate Case Management

  • Case Capture
  • Predefined Communication
  • Case Assignment and Escalation
  • Notification


Agent Productivity Tools

  • Console for Service
  • Live Agent
  • SoftPhone


Self-Service Support

  • Communities


Collaborate Using Chatter

  • Your Profile
  • Chatter Groups


Track Your Business with Reporting

  • Reports
  • Dashboards
  • Mobile Reporting in Salesforce1

Target Audience

The SVC201 – Service Cloud Essentials for Managers course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.